This the first of a four-part series on companies exemplifying superior customer service and employee treatment—and the rewards accruing to their bottom lines and shareholders in the process. It’s a win-win model that exposes the zero-sum gain model of “I win, you lose” as an absurd and ineffective way of doing business. You listening, Donald […]
Crested Butte holiday stay spotlights customer service peaks, valleys, continued Kudos and Kudon’ts of 4 days in a glorious natural setting Part 4, Exploring: Events & Attractions Crested Butte is a treasure. As a Denver native, I don’t know why I waited this long to explore it. Expecting a long, winding climb through thickly-forested pathways […]
Crested Butte holiday stay spotlights customer service peaks, valleys, continued Kudos and Kudon’ts of 4 days in a glorious natural setting Part 3, Dining: Food & Beverage What are anniversaries without dining experiences? Ours were a mixed bag, ranging from “Meh” to “Wow!” Kudos include “Wow” service and food at Bonez (enchiladas to die for […]
Crested Butte holiday stay spotlights customer service peaks, valleys, continued Kudos and Kudon’ts of 4 days in a glorious natural setting Part 2, Staying: Lodging & Accommodations “Do sweat the small stuff” should be the mantra of hotel operators and a cornerstone of their customer service policies. Poor housekeeping, upkeep, and questionable logistics can ding […]
Kudos and Kudon’ts of 4 days in a glorious natural setting Over the last 36 years, I have become a passionate critic of customer service, from the grand gestures down to the intricate details. While grandiose displays can inspire good first impressions, it’s generally the “little things” that form many of our lasting opinions. The […]
Fundamentally, customer service always has been vital to company success. A salesforce.com article captures the enduring essence of good customer service: “…the core of providing customer service hasn’t changed even considering it’s been close to two centuries. Even with the speed of technology, many of the same approaches that Marshall Field made famous back in 1852 are […]
‘Labor Day’ takes on new meaning this year Labor Day holiday will be especially meaningful to me this year. On Sunday, September 2, I celebrate 36 years in business. That makes me, uh, “seasoned.” The gray hair is just a “professorial prop;” the wrinkles are “character lines.” I love what I do and have for […]
Company ‘enlisting real people to answer customer calls…’ Jean-Baptiste Alphonse Karr said, “The more things change, the more they stay the same.” After many years of soft drink evolution from sugar to artificial sweeteners of many types, product manufacturers are again touting “real sugar” in their concoctions. It appears the same is happening in customer […]
I limit my aspartame and soda intake, but made an exception to the latter with Diet Wild Cherry Pepsi as a guilty pleasure. I did this because they had stopped using aspartame. But, they reverted to its use and I—reporter though I am—failed to notice. As a result, I’ve unwittingly been consuming aspartame for a […]
Trump broke the ice, but will results break the country? I give Trump his due for meeting Kim Jong Un in person. And I say this despite the fact that I despise Trump. Back in 1969, I advocated the Israelis sitting down face-to-face with Palestinian leader Yasser Arafat as part of my religious school Salutatorian […]
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